Post Turnover Support Assistant

2 weeks ago

Pasay, National Capital Region, Philippines SMDC Full time ₱20,000 - ₱40,000 per year

JOB SUMMARY

The Email Coordinator is responsible for managing and responding to emails from unit owners, and other stakeholders. The role ensures that all email communications are timely, accurate, and in line with company policies and service standards. The coordinator also supports internal coordination by endorsing concerns to appropriate departments and monitoring resolution timelines.

DUTIES AND RESPONSIBILITIES

  1. Monitor the official Communications Center email inbox daily.

  2. Ensure all incoming emails are logged, acknowledged, and categorized based on concern type. See list below for the types of post turnover concerns.

Post-Turnover Concerns:

  • Copy of the as-built plan or unit layout/key plan
  • Service of External Property Administration and other staff (security, housekeeping, technician etc.)
  • Temporary parking slot
  • Concern regarding working capital and condominium dues payment due to delay in turnover
  • Request for compensation due to delay in turnover
  • Condominium Corporation Concern / For Board of Trustees disposition
  • Furniture and appliances warranty concerns within and beyond 7 days from acceptance of unit
  • Unit Defects (cracks, leaks etc.) within and beyond the defects liability period (DLP)

  • Discrepancy in unit deliverables due to undelivered/un-installed standard unit finishes and furniture

  • Endorse concerns to the appropriate departments (e.g., Post Turnover Unit, Property Management Office, Engineering, etc.).

  • Track and follow up endorsed concerns to ensure timely resolution.

  • Ensure compliance with service level standards (acknowledgment within 24 hours, resolution within the defined timeline).

  • Generate weekly summary reports reflecting volume, resolution rate, and common concerns.

  • Report recurring issues or process gaps to the Supervisor for further action.

JOB QUALIFICATIONS AND SKILLS REQUIRED

  1. Bachelor's degree in communication, Business Administration, or any related field

  2. At least 1 year of experience in customer service or email support

  3. Strong written communication skills with attention to detail

  4. Proficiency in Microsoft Outlook, Excel, and tracking systems

  5. Ability to manage multiple tasks and maintain professionalism under pressure

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